Troubleshooting
Problem
Collect the following MustGather information to help IBM Support troubleshoot problems when experiencing issues with ODBC or an SQL Data Source on an IBM WebSphere DataPower SOA Appliance.
Symptom
DataPower Error messages such as:
"There are currently insufficient resources to start the SQL endpoint"
"SQL Data Source object failed to start"
"Starting DB connection failed"
"Data Source ID missing"
Resolving The Problem
Section 1. Collecting information on the problem
1.1. Describing the Problem:
- Specify the problem you are having with your SQL Data Source; point out any error messages you see in the system logs or from another resource.
- If the problem is reproducible, please include the steps you followed to reproduce the issue.
1.2. Collecting information to debug the problem:
- Collect a configuration export and an error report; steps to collect this information are provided on the technote "Collecting Data: WebSphere DataPower SOA Appliances problem determination".
- Gather any additional information which may not be contained on the device but instead on a remote SQL server (such as the product name and software version of your database application, or any errors or questionable behavior noted).
- Provide sample request and response messages for the service(s) affected.
- Depending on the problem, you may be asked to provide packet captures of the traffic entering or exiting the DataPower device.
Section 2. Preparing to contact IBM Support
1. Obtain the serial number of the appliance which experienced the problem. This is needed for IBM
entitlement processing, before a PMR can be created. Use the WebGUI, select Status >
System > Version Information, locate tag on the case of the appliance, or from the CLI use
"Show System"
2. Locate the firmware version of the appliance. Use the WebGUI, select Status > System >
Version Information or from the CLI use "Show Version"
3. Have your IBM customer number ready.
4. Determine a time for IBM remote support to call you to walk through these steps.
5. Determine the severity of your problem based on the Severity Levels table found in the following technote: "WebSphere DataPower Extended Maintenance and Support Services".
6. Prepare to describe how the problem affects your business operations.
7. Determine which telephone number IBM should use to contact you concerning this problem report.
Section 3. Contacting IBM Support and sending your MustGather information to IBM support
1. Reference our technote for information on Contacting IBM WebSphere DataPower SOA Appliance Support.
2. After you have contacted IBM Support, a PMR number will be assigned.
- Reply to the email, or attach to the PMR via the SR, tool the information in the preceding sections.
- Do not send any proprietary or confidential information from your company.
Note: there is a separate ODBC MustGather document for versions 3.8.1 and higher
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Document Information
Modified date:
08 June 2021
UID
swg21419675